1st Edition
Systemic Service Design
1. Innovations in theory and practice of systemic service design
Mari Suoheimo, Peter Jones, Sheng-Hung Lee and Birger Sevaldson
Section 1: Theoretical background for systemic service design
2. Blending boundaries: A thorough exploration of systems-oriented design and service design integration
Mari Suoheimo, Michalina Fidos, Marja Kuronen and Sheng-Hung Lee
3. Mess Mapping and Gigamapping Tools to understand systems in services
Mari Suoheimo, Floor Kist, Robert E. Horn and Birger Sevaldson
4. Emerging systemic turn in service design
Satu Miettinen, Mari Suoheimo, Nicola Morelli and Amalia de Götzen
5. Dancing with power dynamics inside systemic service design projects
Mari Suoheimo, Mathilde Tomine Eriksdatter Giske, Shaohua Pan, Michalina Fidos and Peter Jones
6. Systemic oppression in service design
Frederick M. C. van Amstel, Bibiana O. Serpa and Fernando Secomandi
7. Systems-oriented service design in urban planning contexts
Eevi Juuti, Emilia Rönkkö, Aale Luusua, Piia Markkanen and Helka-Liisa Hentilä
Section 2: Systemic service design cases
8. Case study of Mess Mapping process: improving long-term care services
Robert E. Horn
9. Social structures relevant to longevity service systems
Sheng-Hung Lee, Joseph Coughlin, Eric Klopfer, Olivier de Weck, John Ochsendorf and Sofie Hodara
10. Designing for structural, social and political viability in national-scale systemic interventions
Jeff Foote, Graeme Nicholas and Gerald Midgley
11. From state of chaos to the essence of the issue: framework employing service and systemic design principles in the context of criminality
Michalina Fidos
12. Towards the cocreation of digital remote care service ecosystems
Hong Li and Miria Grisot
13. Enhancing empathy through AI in service systems
Titta Jylkäs, Chongbei Song and Satu Miettinen
14. Conclusions
Mari Suoheimo, Peter Jones, Birger Sevaldson and Sheng-Hung Lee
Biography
Mari Suoheimo is an Associate Professor of Service Design at the Oslo School of Architecture and Design, Norway. Her main research focus is on how to approach wicked problems in service design. Suoheimo has publications in highly ranked journals and is also part of the editorial board of The Design Journal.
Peter Jones is a Distinguished Professor of Systemic Design at Tecnológico de Monterrey, Mexico City, and is also an Associate Professor at Toronto’s OCAD University. Dr Jones is editor‑in‑chief of the SDA journal Contexts and a co-founder of the Systemic Design Association. Jones is founder and managing partner of the design research firm Redesign Network. He has published four books and 50 peer-reviewed articles.
Sheng-Hung Lee is a designer and PhD researcher at the Massachusetts Institute of Technology (MIT) AgeLab and MIT Ideation Lab and a board director at the Industrial Designers Society of America (IDSA). While working at IDEO, he was inspired by multiple domains of knowledge and perspectives. Lee also serves as an Adjunct Associate Professor at Shih Chien University, Taiwan.
Birger Sevaldson is a Professor Emeritus at the Oslo School of Architecture and Design and a design researcher who has developed a designerly approach to systems thinking in design called Systems Oriented Design. He is the founder of the 'Relating Systems Thinking and Design' symposium, a central contributor to the emergence of Systemic Design, and a co-founder of the Systemic Design Association. He is the author of Designing Complexity: The Methodology and Practice of Systems Oriented Design (2021).
